GN - SONG - Service - Workforce Intelligence - Specialist

Job Title - GN - SONG - MT - Workforce Intelligence - Specialist
Management Level:09/ Specialist
Location:Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai
Must have skills:Workforce Management (WFM)

Good to have skills:Project Management
Job

Summary: You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance.

Roles & Responsibilities: As part of these, you will drive the following:

Delivery of design and delivery in Customer Services domain :Workforce Optimization using various popular platforms available in the marker, designing target operating model for WFM processes based on the clients requirements

Deploy popular WFM solutions like Verint, NICE, Calabrio, Aspect:Ability to create forecasting models using based on the clients inputs and add business / campaign input to the forecasting by liaising with the marketing team

Create the capacity planning models based on the clients local labor laws :Propose scheduling models based on the clients input and process design for real time queue management, incident management etc

Train and mentor the clients in-house team on WFM processes:Exchange best practices across both technical and functional experience on Customer Service Domain

Identify and structure key issues into an issue-tree and set of hypotheses and plan and conduct research and analyses that address the most appropriate issues.

Understand companys key strategic and operational issues spanning market definition, industry trends, and so on.

Develop innovative, fact-based and achievable strategies and operating models after evaluation of multiple strategic options.

Professional & Technical

Skills:

Use strong and a well-established record of accomplishments in designing:Deliver speech analytics solutions and/or platforms

Deep dive with experience across the following characteristics:

Experience in enabling WFM platforms including creating WFM processes

Ability to use WFM software NICE, Verint, Calabrio, Aspect.

Experience in implementing WFM platform including infrastructure design, deployment and ongoing operational run.

Experience in contact center operations including operational and performance excellence

Define WFM solutions:Apply gap analysis, design and implementation.

Create business cases effectively: Maximize experience in ROI generation and project management of solution deployment.

Additional Information:

MBA from a tier 1 institute

2-8 years of experience in working with WFM solutions generating Forecasting, complex capacity models, scheduling, RTA and reporting. Designing and implementing WFM solutions for any industry

4+ years of project management experience. Consulting experience

About Accenture:
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us atAbout Our Company | Accenture About Accenture Strategy & Consulting:
Accenture Strategy shapes our clients future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. Global Network a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world.For more information visit https://www.accenture.com/us-en/Careers/capability-networkAccenture Global Network | Accenture in One Wordcome and be a part of our team.QualificationExperience:Minimum 4+ year(s) of experience is required

Educational Qualification:MBA/PGDM from a tier 1 or 2